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1. INTRODUCTION
The World Wide Web has grown incredibly since its inception in 1990 and by 1991 it
was opened for commercial use. The internet explosion has opened doors to a new
electronic world, which facilitated in taking business to another level. The leverincreasing penetration of internet and social media, the purchasing behavior of Indian
consumers has change dramatically. The Indian consumer market has higher
disposable income the development of modern urban lifestyles and an increase in
consumer awareness have affected buyer behavior in cities, towns and even rural
areas. Online shopping is a form of electronic commerce whereby consumers directly
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buy goods and services from a seller over the internet without any intermediary
services. Customer satisfaction is eminent topic in several fields like marketing,
consumer research and psychology. The satisfactions a feeling which is a
consequence of the assessing process which notifies what has been received against
what was expected, including the purchase decision and needs associated with the
purchase. Internet has been constantly gaining importance nowadays. The number of
people preferring internet for their day to day activities also keeps on increasing.
People today are doing most of their domestic works online. Internet and online
shopping is been a boon to people to manage their shopping and work equally.
Online shopping allows the consumers to directly buy goods from the seller through
internet. It is also called as web-store, e-shop or online store. Online customers must
have access to the internet to buy goods form online. People can look at these
websites of online stores and purchase products in comfort form home. Until recently,
the consumers were mainly visiting online to reserve hotel rooms, buy air, rail or
movie tickets for buying books and electronic gadgets, but now more and more offline
product like apparels for all segments, cosmetics, accessories, shoes and consumer
durables are now being purchased online.
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4. METHODOLOGY
The present study is based on the perceptions, and buying behavior and satisfaction of
the consumers in Indian market. Sources of the primary and secondary data are
discussed. The interview schedule is used for the purpose of collecting primary data.
The study is conducted in chittoor district by taking 120 respondents using convenient
random sampling method. The secondary data have been collected form the websites,
national and international journals is used related to the field of management as well
as marketing business magazines.
ANALYSIS
Table No 1 Socio Economic details of respondents
Variables
Age
Sex
Education
Occupation
Income
Categories
No of Respondents
20-30
31-40
41-50
Above 50 yrs
Male
Female
Under graduate
Post graduate
Others
Government Employee
Private Employee
Business
Students
Others
Below 1 Lack
1-2 Lacks
2-3 Lacks
Above 3 Lacks
47
48
19
6
78
42
43
62
15
19
21
30
45
05
31
45
23
21
Percentage
39.2
40.0
15.8
5.0
65.0
35.0
35.8
51.7
12.5
15.8
17.5
25.0
37.5
4.2
25.8
37.5
19.2
17.5
The above table shows that the highest number of respondents 40 percent belongs
to 31-40 years age group and 39.2 percent respondents 20-30 years category, while
15.8 percent respondents were 41-50 years. And remaining respondents 5 percent are
in the group of above 50 years. The above table shows that 65 percent respondents
were male and 35 percent respondents were female respondents. Education is
considered to be the chief means of social awareness and development. Education
makes man a rational thinker. Education persons have access to mass media and
communication channels and are more likely to take preventive measures than less
educated persons. The study revealed that 51.7 percent respondents were post
graduate and 35.8 percent respondents were under graduate, the remaining 12.5
percent respondents others. Occupation is important socio-economic variable, which
decided ones social, cultural and economic status. The table indicates that 37.5
percent respondents are students, while the 25 percent respondents were business and
17.5 percent, 15.8 percent are private and government employees respectively, the
reaming respondents 4.2 percent others. The above table reveals that 37.5 percent
respondent have annual income ratio between Rs.1-2 lacks followed by 25.8 percent
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between Rs. 1 lacks, while 19.2 percent respondents have annual income Rs. 2-3
lacks. The reaming respondents have annual income above 3 lacks.
Table No. 2 Websites preferred by respondents
Websites
Flipkart
Amazon.com
Snapdeal.com
Others
Total
No of Respondents
52
33
24
11
120
Percentage
43.3
27.5
20.0
9.2
100
The above table depict that most of the respondents 43.3 percent preferred by flip
kart and 27.5 percent respondents are amazon.com. The reaming respondents are 20
percent and 9.2 percent respectively sanpdeal.com and other websites.
Table No.3 Satisfaction of Respondents
Variable
On time delivery
Guaranty and
warranty
Payment Security
Choice availability
Door delivery
Discounts and offers
After sale service
Price
Time saving
Convenience
Highly
dissatisfied
6
(5)
-
Dissatisfied
Neutral
Satisfied
17
(14.2)
-
26
(21.6)
18
(15)
15
(12.5)
23
(19.2)
16
(13.3)
24
(20)
15
(12.5)
32
(26.7)
24
(20)
36
(30)
30
(25)
72
(60)
50
(41.7)
45
(37.5)
74
(61.7)
45
(37.5)
19
(15.8)
42
(35)
45
(37.5)
39
(32.5)
9
(7.5)
-
13
(10.8)
-
11
(9.2)
22
(18.4)
9
(7.5)
-
15
(12.5)
51
(42.5)
10
(8.3)
-
10
(8.3)
Highly
satisfied
41
(34.2)
30
(25)
55
(45.8)
30
(25)
30
(25)
25
(20.8)
13
(10.8)
27
(22.5)
51
(42.5)
35
(29.2)
The above table analyse that majority of the respondents chose online shopping
satisfaction for on time delivery 34.2 percent, payment security 45.8 percent and time
saves 42.5 percent highly satisfied. While the remaining respondents are satisfied for
guaranty and warranty 60 percent, choice availability 37.5 percent, door delivery 61.7
percent, discount and offers 37.5 percent, price 35 percent and convenience 32.5
percent are satisfied. The response shows dissatisfaction only after sale service 42.5
percent.
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5. CONCLUSION
The online shopping has become a daily part of our lives, mainly because it is so
convenient. The web allows customers a comparison buy the most effective deals and
find product that might otherwise be difficult to find. Online shopping can be easy
and pleasurable with some precaution. Online shoppers expect to visualize sensible
deals online amid free or terribly low price shipping. Consumer are looking for trust,
security and privacy of data, timeliness, accessibility, convenience, customer service,
costs and wider choice throughout online shopping. Students are quite conscious
about any type of satisfaction factors. Students, those are dependent to their oldsters
and whose age between 20-30 years, UG students are more aware about shopping
from shopping malls for getting customer satisfaction. Female are even lot of aware to
do shopping form shopping malls and they are not price aware, they are UG and 2040 years age group. Shopping is funny activity for them. Young customers are most
recreational in their searching shoppings. Whereas on-line buying, to overcome lack
of human issue, interactive interface should be there for customer like on-line web
instant facilitate, on-line chat for any kind of question or downside whereas on-line
buying.
REFERENCES
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